Summary
Overview
Work History
Education
Skills
Accomplishments
Certificates
Specialisation
References
Timeline
Generic

Nancy Caruso

Summary

Results-driven Information Management Professional with over 15 years of experience spearheading digital transformation initiatives and delivering successful recordkeeping projects. Proven ability to manage complex projects from inception to completion, develop and deliver impactful training programs, and skilfully implement change management strategies to ensure user adoption. Possess in-depth expertise in information governance, business process analysis, and fostering collaborative stakeholder engagement. Seeking a Corporate Information Project Management Consultant role to leverage my proven track record in optimizing information management practices and delivering strategic solutions that enhance efficiency and compliance. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

18
18
years of professional experience

Work History

Team Leader IM Operations

Department Of Communities
10.2022 - Current
  • Led and managed a team responsible for information capture, digitisation, ensuring compliance with regulations and high-quality customer service
  • Oversaw information management processes, including mailroom activities, file creation, appraisals, and preservation, optimising efficiency
  • Developed and improved information management systems like the Business Classification Scheme promoting consistent application
  • Implemented digital work practices, collaborating with business partners to ensure effective information management strategies
  • Mentored and developed staff, providing leadership and guidance to enhance their skills and capabilities
  • Championed a positive and adaptable team culture, fostering a proactive approach to change and innovation.

Manager IM Operations (leave Backfill)

Department Of Communities
  • Provide guidance, direction, leadership, training, and support to team members of the Corporate Operations team
  • Develop and implement records management processes, standards, and guidelines for both physical and electronic records
  • Work with key stakeholders to ensure that records management policies, standards, and guidelines, including records retention schedules are kept up to date and implemented effectively
  • Analysed business processes to identify opportunities for improvement, resulting in increased efficiency.

Director Corporate Information (leave Backfill)

Department Of Communities
01.2022 - 01.2023
  • Provide and lead compliant recordkeeping advice and coordination for the management of records
  • Work with key stakeholders to ensure that records management policies, standards, and guidelines are kept up to date and implemented effectively
  • Liaise and work with the business users to define and re-design business processes and identify corresponding solution requirements whilst establishing appropriate expectations and business scope
  • Work with the business and technology/development teams to recommend workable solutions to meet business requirements.

Business Analyst

Department of Communities
10.2019 - 01.2022
  • Engage with key decision-makers to identify customer requirements and uncover roadblocks to ensure on-time commitments
  • Liaise and work with the business users to define and re-design business processes and identify corresponding solution requirements whilst establishing appropriate expectations and business scope
  • Define user requirements, author requirement documentation through user interviews, workshop sessions and research
  • Work with the business and technology/development teams to recommend workable solutions to meet business requirements
  • Working with the business to come up with paper light and digital disruption solutions; and digitise and transition to EDRMs
  • Formulate agreements with business managers on milestones, declutter methods and re-engineering of process to attain digital centric methods
  • Provide hands-on, onsite support, training, and liaison with management for change management processes and transactional changes
  • Be available to all staff and management during the transition
  • Provide and lead compliant recordkeeping advice and coordination for the management of records.

Project Manager – Paper Light (leave Backfill)

Department Of Communities
01.2019 - 01.2022
  • Work with key stakeholders to ensure that records management policies, standards, and guidelines, including records retention schedules are kept up to date and implemented effectively
  • Engage with key decision-makers to identify customer requirements and uncover roadblocks to ensure on-time commitments
  • Liaise and work with the business users to define and re-design business processes and identify corresponding solution requirements whilst establishing appropriate expectations and business scope
  • Define user requirements, author requirement documentation through user interviews, workshop sessions and research
  • Work with the business and technology/development teams to recommend workable solutions to meet business requirements
  • Working with the business to come up with paper light and digital disruption solutions; and digitise and transition to EDRMs
  • Formulate agreements with business managers on milestones, declutter methods and re-engineering of process to attain digital centric methods
  • Provide hands-on, onsite support, training, and liaison with management for change management processes and transactional changes
  • Be available to all staff and management during the transition
  • Provide and lead compliant recordkeeping advice and coordination for the management of records.

Manager Corporate Information (leave Backfill)

Housing Authority
01.2006 - 01.2020
  • Provide guidance, direction, leadership, training, and support to team members of the Corporate Information Team
  • Develop and implement records management policies, standards, and guidelines for both physical and electronic records
  • Work with key stakeholders to ensure that records management policies, standards, and guidelines, including records retention schedules are kept up to date and implemented effectively
  • Identify, train, and lead a team of records management champions across the organisation to support the records management program
  • Evaluate and approve Requisitions and Purchase Orders in Dynamics AX
  • Manage the complete scope of human, financial and physical activities of the Branch including the preparation and management of contract and tender requirements
  • Involved in the decluttering project, leading the department's efforts in digitisation and transformation.

Manager – IM Support/Projects

Housing Authority
01.2010 - 10.2019
  • Developed a training program to develop skills of the team to a high standard
  • Developed and implemented procedures related to training program design, including identification of training needs, development of the material, and delivery of training
  • Provided guidance, mentoring, direction, leadership, training, and support to team members of the Corporate Information
  • Identified, trained, and led a team of records management champions across the organisation to support the records management program
  • Served as the Project Manager for reviewing and updating BCS (Business Classification Scheme), Digitisation Projects and Change Management Projects with a focus on the digital transition
  • Provided continued guidance, stewardship, and training to the Education and Creation Teams to ensure that the team’s goal is consistently accomplished
  • Engaged with key decision-makers to identify customer requirements and uncovering roadblocks to ensure on-time commitments
  • Leverage knowledge in classification systems, resolving technical queries and contributing to the end to end management of the BCS project
  • Provided firm-wide user support including troubleshooting, problem-solving, and continuous improvement of tools, systems, and workflows
  • Planned and conducted training on record keeping through one on one, phone, group or by video conferencing
  • Followed up on items tabled in the Management Meetings to ensure that the plan to achieve the goals is being carried and accomplished
  • Handled contract management activities including assessing tenders, serving on the tender panel and maintaining adherence to the organisation and governmental policies while awarding contracts
  • Delivered strategic and tactical support to the Manager Corporate Information in achieving the stipulated goals
  • Managed the recruitment process for Corporate Information from job advertisement, sitting on the recruitment panels and drafting contracts.

Coordinator Information & Support

Housing Authority
01.2010 - 10.2019
  • Solicited customer queries, worked with relevant stakeholders to come up with the best possible solutions and rectified customer issues within the defined timelines
  • Managed the Information Support Area, including TRIM helpdesk, Creations, and Education; deployed and trained resources to perform the duties of the area within the expectations of the management
  • Handled the management of the DHW Thesaurus (a tool used in titling the department's corporate records), resolved queries of different departments on the tool and ensured changes made to the Thesaurus are also reflected in TRIM
  • Optimised response times for client requests to meet client expectations and provide quality support services; escalated technical problems involving TRIM to third-party vendors when necessary
  • Coordinated with the Education Team to make sure that the training is provided across the organisation on corporate obligations and the use of the Records Management System
  • Ensured that all Information Support staffs HR needs are met in the form of appraisals, following up on HDA’s leave entitlements.

Education

Introduction to German Language Course (Level 2) -

TAFE

Building Certificate -

Skills

  • Record & Information Management
  • Recordkeeping Instruments
  • Digitisation & Digitalisation
  • Vendor Management
  • Team Management
  • Contract Management
  • Decluttering/Digitisation
  • Customer Management
  • Process Improvement
  • Report Generation
  • Training
  • Conflict Resolution
  • Analytical/Problem Solving
  • Interpersonal Skill

Accomplishments

  • Implemented New Business Classification Scheme
  • Delivered presentation and training session on Information Management and the services offered, resulting in the formation of a training group, entrusted with the responsibility of training as many officers as possible
  • Instrumental in developing a full suite of online training for recordkeeping and TRIM
  • Developed a decluttering strategy and lead the Departments digital transition
  • Transitioned large business units to digital recordkeeping
  • Developed the change management component of the digital transition program, trained and supported staff in digital recordkeeping
  • Nominated to handle the Project for the new Thesaurus
  • Managed to get the Information Support staff paid and back paid for the level 3 positions they were acting in
  • Demonstrated excellent work ethos, and the ability to get the job done, which was accoladed by the Manager – Information Management
  • Took part in developing a decluttering strategy and lead the Departments digital transition with the former Department of Housing

Certificates

St John Ambulance First Aid 2012, Certificate 3 in Business 4 Subjects (Recordkeeping), 2008, Diploma in Frontline Management 2005, Code of Conduct Training 2021, Aboriginal Inclusion and Engagement Strategy 2020, Axiom Dynamics for Approving Officers 2016, Business Classification Scheme 2016, Accountable and Ethical Decision Making 2015, Freedom of Information 2015, Record-Keeping Awareness Induction, 2006, EDRM Pilot, 2006, Job Application Skills, 2004, EEO An Essential Update, 2004, Ministerial Writing 2017, Developing an IM Strategic Plan 2017, Digitisation Framework 2017, OSH Training for Managers 2010, Unlocking Leadership Program 2010, Situational Leadership, 2008, Understanding the Information Management Framework 2006, ITIL In-House Foundations Management, 2006, ITIL Service Management Foundations 2006, TRIM Context- Bridging Training, 2004, TRIM Enquiry User Training, 2001

Specialisation

  • Record & Information Management
  • Recordkeeping Instruments
  • Vendor Management
  • Team Management
  • Contract Management
  • Decluttering/Digitisation
  • Customer Management
  • Process Improvement
  • Report Generation
  • Training
  • Conflict Resolution
  • Analytical/Problem Solving
  • Interpersonal Skill

References

  • Sheryl Gourdis, Manager Corporate Information, Department of Communities, sheryl.gourdis@communities.wa.gov.au, 0409 659 920
  • Debra Rule, Director, Junipers, drule@junipers.com.au, 0417 910 447

Timeline

Team Leader IM Operations

Department Of Communities
10.2022 - Current

Director Corporate Information (leave Backfill)

Department Of Communities
01.2022 - 01.2023

Business Analyst

Department of Communities
10.2019 - 01.2022

Project Manager – Paper Light (leave Backfill)

Department Of Communities
01.2019 - 01.2022

Manager – IM Support/Projects

Housing Authority
01.2010 - 10.2019

Coordinator Information & Support

Housing Authority
01.2010 - 10.2019

Manager Corporate Information (leave Backfill)

Housing Authority
01.2006 - 01.2020

Manager IM Operations (leave Backfill)

Department Of Communities

Introduction to German Language Course (Level 2) -

TAFE

Building Certificate -

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Nancy Caruso